ComplaintsforBasil Volkswagen of Lockport LLC

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I originally bought a vehicle from them on June 16, 2022. The vehicle is a used 2017 *** ****** **. On my way home from the dealership the check engine light turned on, once home I called them and told them that the light turned on they asked me to come in the next day and they reset the light. Roughly a month later the light came back on, I came in they said they thought it was a bad gas cap. They told me they would replace it free of charge since this issue is something that was on the car day 1 of me buying it from them. They told me it would be a couple days before the part came in. I had to call about a week or two later to ask what was going on with the gas cap, they apparently forgot about it as they had the part but never bothered calling me. I came in a few days later after scheduling something had that swapped out, they told me to come back a week later to have the light reset. When I did they couldnt reset it the normal way so they disconnected the battery to force the light off. A month later the light comes on again. I bring it in yet again, and am there for hours after being told it would only be a few minutes. I was told they had to send it to *** but they would do it and give me a loaner vehicle for the time being and that they would cover everything since again, its been an issue since I bought the car from them. They said the wait on the loner would be a week or so, called back the person I originally was talking to no longer worked there, the new guy I was talking with (Nick) said the wait would be a month. A month later I call and ask for an update in which he blew off he ever said that, and that it was my problem to take it to *** myself. In which I reminded him what was told to me, he said he would get back in touch with me soon as soon as a vehicle came in for me, it has now been about a week and a half almost 2 weeks and have again, yet to be contacted. I have lost patience for this company as I feel like they are blowing me off hoping I go.

  Business response

  10/31/2022

  I sincerely apologize for the issues and complications ***** has experienced in trying to get his car fixed.  This is the first time I am hearing about the issue and unfortunately, all parties involved no longer work here.  I will do some initial research and reach out to ***** as soon as I have more information.  Thank you for bringing this to my attention and allowing us the opportunity to fix it!  

  Customer response

  11/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, since the response to the initial complaint, they have contacted my father via phone number instead of me. No where in the initial complaint is my fathers phone number. And since I have called 4 additional times, leaving 3 voice mails, one without my phone number and two with and have yet to receive contact back from the company. 
  
  Regards,
  
  ***** **********
  
  
  
  
  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Less than 30 days and 500 miles ago I purchased my husband a used ***** from Vw Basil. Unfortunately this will be the last car purchase I will be making for a long time. I spent all my hard earned savings, cash to purchase a new to us car with 25,000 miles on it. My husband said the tire wasn’t holding air and there was a squeaking coming from the rear. This is not our everyday car, once we realized there was an issue we contacted the dealer. We understand we left the lot, we also believed we had purchased the best available warranty covering tires since my handicapped husband is unable to work on the car if needed eventually and we wanted the best coverage. Some how we did not get that warranty. We’ve come to learn the tire has a small hole, the back brakes need to be replaced but as suggested by the service manager we can have someone we know do them if money is a concern. Money is a concern only because I spend over $35,000 on a car plus the warranty and expected to not put too much more money into work that should have been done or inspected prior to delivery. My husband spoke with every manager in the building, I left messages for every manager and it seems we are being dismissed. All I really want to ask is how would you feel if your daughter purchased her first new to her car, all by herself with all her hard earned savings so proud of herself to only be so disappointed in herself because she truly feels she got played? This is disappointing from an ethics stand point. I’m sorry I believe there should be something more than selling me a tire a cost, shouldn’t you technically replace two tires if you’re replacing one due to balance? I’m learning to ask questions now that I should have asked before. Disappointing that it has come to contacting the BBB but no calls have been returned and I truly feel they’re avoiding us so we will move on get the problems fixed and that is not the case. I need someone to hear me, someone to say they should have checked.

  Business response

  03/05/2022

  I have reviewed the statement from the customer and have spent some time doing my some investigation on our end, as to the issues and complaint the customer has.  

  It appears that the customer brought us the vehicle on February 28th complaining of their tire losing air pressure and a "squeak" coming from the rear of the vehicle.  We determined at this time, there was a small hole in the sidewall of the tire and the brakes had sustained damage from an outside influence (rock, pebble, debris) which damaged the face of the rotor and caused the noise the customer had been hearing. 

  This was 20 days after the vehicle was purchased and 412 miles since taking delivery.  While we ensure that every customer remains satisfied to the best of our ability, two issues resulting directly from that of outside influence, is not within the scope of responsibility for the dealership.  We offered to assist the customer with pricing, in regards to the brakes and the tire replacement - which the customer declined. 

  I apologize if the customer feels that we are avoiding them, but I know that multiple managers have spent time talking to Mr. **** about the issues and concerns.  If someone hasn't called her back, I apologize.  If she would've reached out to me directly, I would have been happy to assist with her issue, so I apologize that she felt she had to go an outside mediator to get a resolution.

  If Mrs. **** would like,  I would be willing to assist further with the brakes.  The tire, is an issue that I don't feel is reasonable to expect the dealership to replace.  If something caused Mrs. ****** tire to become flat during her ownership, then that responsibility falls solely on her.  

  If Mrs. **** feels it is acceptable, I will replace the rear brakes at no charge.   She can reach me directly at ************ if she would like to accept this offer.  

  Thank you, 

   

  Adam B - General Manager

  Customer response

  03/07/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We were informed by the ***** dealer that we took it to for a second opinion that there is actually a bulletin out for the brakes to be replaced covered by the manufacturer for free. Basil VW should have informed us of this bulletin originally. We now believe Basil VW is only offering this compensation that should been originally taken care of when it was brought in due to the bulletin and the fact it is covered by the manufacturer. We will not be returning to VW Basil. 

  
    
  
  
  

  
  

  Business response

  03/08/2022

  In response to Mrs. ****** concerns, I was personally unaware of the bulletin and I am glad that they had their issue resolved. 

  
  As a non-***** dealership, we only have the ability to find bulletins related to VW products unless directed to them or if we are previously aware of their existence.  We check every vehicle for Safety recalls, which if any, would be disclosed at the time of sale.  As for TSB or Bulletins, the manufacturer is paying for the work to be done.  There is no reason for us to not have a bulletin or recall complete, as there is no cost to us or the customer.   In my 15+ years in the business, I have not personally heard of a bulletin which would replace the brakes, given the vehicle's mileage. 

   

  I have already sent the gift certificates to the customer via mail.  If they chose to put them towards a couple tires (which was the intention), they are more than welcome to.   I had no idea the work was already completed before calling Mr. **** to offer assistance or responding to the complaint.  Once I was made aware that the problem was already rectified, I offered gift certificates in lieu of the brakes.  

   

  I apologize if the customer isn't satisfied, but I am happy that they were able to get their problems fixed without any cost to them.  

  Customer response

  03/09/2022

  We appreciate that Adam followed up with a phone call and we will look out for the gift cards for the tires. 

• Initial Complaint

  11/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My warranty is expiring on my car. I look into the value of my car to sell or trade since they’re in demand. I do my due diligence; obtain multiple book values, advertise for sale. I received a few offers up to $28,900. I receive a good offer $28,500 from ****************** ******. I go there, Jim & another gentleman drive, appraise & offer me $28k on the spot. I say ok but I want to find (specifically) an *****, first. We keep in touch, I have his voicemail proof. I proceed to look. I drove 2 locally 1 at ******  & 1 @ ************ *********** At the latter of the 2 I sat with a lease mgr.,put together a deal, fully transparent, loan’s approved & the mgr said he’d match the $28k. Hesitant I decide to hold off (it was a 4cyl, & we really needed a 6) I keep looking. This is on record @ the dealership. I find 1 @ ***** ** Lockport. Negotiating begins via phone/ emails/texts (as I live in Rochester) I insisted to Kevin & Taylor I HAD to keep w/ the same numbers, as the lease $500-$509/mo & $28k for the ****. I specifically said that I wouldn’t come out until then. Originally I didn’t expect them to match $28k, and that I’d need to sell it to Marina first. This was not an issue as I had it pre-sold however since ** (************ *) matched it I thought maybe. Taylor had me send over the **** info. I receive a voicemail from Taylor saying we were “good to go on the ****” multiple calls to follow asking for a deposit. The next day, I drive 2 hrs round trip with the expectation of the agreed terms. I didn’t ask for a penny off, only the $509/mo range & a lease payoff of $28k, giving me $5400 in trade. Again, I only went into this because of the equity. Hadn’t done this in over 20 yrs, deceptively they started w delivery of it first it was messy and misleading. Then finally to finance where I see they only gave me $3800 for my car, they already switched my plates/insurance, signing had me for hrs., then this. Tired & upset they somehow convince me to move forward.

  Business response

  11/29/2021

  To Whom It May Concern, I have been working with Mrs. ******** for several days now.  At the time of delivery, it was thoroughly explained and documented (I've included the finance documents and buyer's order) - how much Mrs. ******** was receiving in "equity".  Mrs. ******** mentioned not asking for any money off.  We arbitrarily lowered the price of our vehicle $1,000, to help close the gap between what another dealership offered her and what we were able to offer.  She even mentions "I wasn't expecting them to match it" and somehow believes that a voicemail that says "we are good to go" - is an executable contract, when there is a signed contract stipulating a much different agreement.  At the time of delivery, Mrs. ******** was given the opportunity to walk away and sell her vehicle separately.  She decided to take delivery anyways.  Fortunately, you cannot decide you don't "agree" with the numbers, after taking the vehicle home. A day after Mrs. ******** explained dissatisfaction at the numbers, I offered to take the vehicle back - with no strings attached.  After several hours, she decided not to take our offer, but that we would assist with potentially replacing two tires and resolving some additional cosmetic issues with the vehicle.   Hours later, Mrs. ******** decided she was going to keep the car, but that she needed additional money, above and beyond the executed and agreed upon contract she signed a day or two earlier.  In an attempt to persuade Mrs. ******** from not wasting additional time or resources, I offered to replace all four tires (which was above and beyond the second agreement of two, from earlier) - even going as far as providing her with a gas card, for time and resources spent in returning the vehicle for service.  She at every point, has neglected and refused any additional goodwill, which we are lot legally or rightfully obligated to perform.   She wants two tires, I offered her four.  The tires she has, are measuring at 6/32nds or more - which is more than 50% of expected life.  It seems that every time we reach an agreement with Mrs. ********, she decides at a later point and time that she wants to force an agreement which isn't different from the one offered.  In numerous emails, she has mentioned consulting with an attorney and based on her failing to accept my previous offers, I think that is the next step she should take.   She has our attorney's information already.   I've attached screen shots of text messages, send from Mrs. ******** where she states "If we can put new tires on it and call it day".   I've since offered this, with no acceptance on Mrs. ********'s behalf and she continues to request the additional $1,600. At this point in time, we have done everything we are able to do.  We have offered three separate times to assist Mrs. ******** with her issues and concerns and continually, she declines, mentions getting attorneys involved and demanding the $1,600 she feels she is owed.  We feel that any further issues Mrs. ******** has with her vehicle, she should use a closer, more local ** dealership for servicing her vehicle.  Any issues she's having mechanically (remotes, coolant level, etc) - will easily be handled elsewhere, free of charge.  Our previous offers of fixing her rock chip. replacing all four tires and supplying her with a gas card, no longer stands - as attorney's are being threatened and all contact should remain between them or a third party. Thank you, Adam B***

  Customer response

  12/03/2021

  To:Dear Sir/Madam:Re:Response to Mr. B*** To whom it may concern:I purchased a Certified pre-owned 2019 ** *****, from Basil Volkswagen in Lockport. The negotiating was done by phone, email and text, with Mr. H***** and Mr. T********** I was to receive $28k for my trade, they’d pay off the lease & use the difference for fees, down payment, etc. That did not happen. I received $3800 not $5400.My responses are next to the words FACT.FALSE: I have been working with Mrs. ******** for several days now. At the time of delivery, it was thoroughly explained and documented (I've included the finance documents and buyer's order) - how much Mrs. ******** was receiving "equity". FACT:  Negotiations took place over the phone, with emails, texts and voicemails that directly connect the $28k discussion, they go hand-in-hand. They directly correspond, or they’d make no sense.  Mr. B*** originally said I had full knowledge of the trade-in amount prior to going to the dealership, now he’s saying it was at the time delivery.FALSE:Mrs. ******** mentioned not asking for any money off.  We arbitrarily lowered the price of our vehicle $1,000, to help close the gap between what another dealership offered her and what we were able to offer.  FACT: Mr. T********* (prior to any trade-in discussion) offered me $1k off the asking price. This was right out of the gate, while trying to close the deal. It had nothing to do with closing a gap. FALSE: She even mentions "I wasn't expecting them to match it" and somehow believes that a voicemail that says "we are good to go" - is an executable contract, when there is a signed contract stipulating a much different agreement. FACT: Mr. T*********’s voice message specifically followed up our conversation regarding the trade in amount. I told him what I was offered and would need, for me to trade it in as opposed to selling it.  I DID NOT need to trade in my car, I had a buyer. Mr. T*********’s message was “I got your information on the ****, we are good to go”  not unspecific as Mr. B*** stated “we are good to go”.FALSE: At the time of delivery, Mrs. ******** was given the opportunity to walk away and sell her vehicle separately.  She decided to take delivery anyways.  Fortunately, you cannot decide you don't "agree" with the numbers, after taking the vehicle home. FACT: I was never OFFERED this option. I specifically asked. I should've been shown the contract immediately when I DIRECTLY asked Mr. H***** to see it. Prior to him changing all of my stuff over. It should’ve been transparent and shown to me right away (even without asking). I was an hour from home, Mr. H***** had already transferred over my plates and removed the old and changed over our insurance. Taylor said there's nothing more he’d do for me.  Jesse said “If you add the $1k taken off the asking price to your trade-in amount, it’s really not much over the life of the loan.” Which was false but I fell for it, for a minute. The $1K was taken off prior to any trade in discussion. Given the circumstances listed above I felt upset and stuck. I signed under duress. I don’t know how else to explain it.     FALSE: A day after Mrs. ******** explained dissatisfaction at the numbers, I offered to take the vehicle back - with no strings attached.  After several hours, she decided not to take our offer, but that we would assist with potentially replacing two tires and resolving some additional cosmetic issues with the vehicle.   Hours later, Mrs. ******** decided she was going to keep the car, but that she needed additional money, above and beyond the executed and agreed upon contract she signed a day or two earlier. FACT:  Mr. B*** NEVER OFFERED me this option. I never spoke, texted or emailed, with Mr. B***, at this point. Previously Mr. B*** stated that Mr. T********* made me this offer. Well neither of them did.I told Mr. T********* I was bringing the car back, out of frustration. Mr. T********* told me “absolutely not, we don’t do that”. I insist he escalate.  Mr. T********* called me and said ”My GM is not here right now, I texted him and we’ll take the car back”. FALSE:In an attempt to persuade Mrs. ******** from not wasting additional time or resources, I offered to replace all four tires (which was above and beyond the second agreement of two, from earlier) - even going as far as providing her with a gas card, for time and resources spent in returning the vehicle for service. She at every point, has neglected and refused any additional goodwill, which we are lot legally or rightfully obligated to perform.   She wants two tires, I offered her four.  The tires she has, are measuring at 6/32nds or more - which is more than 50% of expected life.  It seems that every time we reach an agreement with Mrs. ********, she decides at a later point and time that she wants to force an agreement which isn't different from the one offered.  I’m not sure what Mr. B*** is trying to imply in this statement. FACT: When I returned home. My husband's first words were “those tires are shot”. I reached out to Mr. T*********, he argued with me. He tried to obtain proof by obtaining the tire tread depth.  He said he didn’t have it, if it passes they don’t record it.   Since he had no recourse, he was willing to look into it. He tried insisting that I had to drive 2 hrs round trip to be measured there before considering anything. FALSE:In numerous emails, she has mentioned consulting with an attorney and based on her failing to accept my previous offers, I think that is the next step she should take.   She has our attorney's information already.   I've attached screen shots of text messages, send from Mrs. ******** where she states "If we can put new tires on it and call it day".   I've since offered this, with no acceptance on Mrs. ********'s behalf and she continues to request the additional $1,600. FACT: I never repeatedly mentioned an attorney FALSE:At this point in time, we have done everything we are able to do.  We have offered three separate times to assist Mrs. ******** with her issues and concerns and continually, she declines, mentions getting attorneys involved and demanding the $1,600 she feels she is owed.  We feel that any further issues Mrs. ******** has with her vehicle, she should use a closer, more local ** dealership for servicing her vehicle.  Any issues she's having mechanically (remotes, coolant level, etc) - will easily be handled elsewhere, free of charge.  Our previous offers of fixing her rock chip. replacing all four tires and supplying her with a gas card, no longer stands - as attorney's are being threatened and all contact should remain between them or a third party.  FACT: Mr. B*** never referred me elsewhere until after I told him that we aren’t returning. Everything Mr. B*** is claiming “he offered” would've had to be done there. We worry over retaliation, have lost trust and question their business practices. Additional Notes:The contract had all arbitrary numbers  I was asked for $800 cash out-of-pocket (never discussed) The trade-in value was wrong The selling price was wrong. It was neither the original asking price nor the negotiated priceI asked Mr. T********* twice for the book value that he used for my ****. To date Mr. T********* has never sent it to meI specifically asked Mr. B***  to send me the documents that I signed with Mr. H*****. Mr. B*** instead sent me a copy of the contract, which I have     Mr. B*** referred me to their attorney. He gave me the wrong phone number and no email. I specifically asked for their email and he never  provided it. Mr. B*** and Mr. T********* blocked me from contacting them. I’ve reached out via email and phone to the Attorney ****** *********, Mr. C*** (the COO) & Mr. Basil. No-one has responded    Below are the items Mr. B*** minimized to calling “some cosmetic issues”. This was supposed to be a CPO vehicle, it was to have undergone a vigorous inspection and drive test.Neither remotes work, can't remote start or lift tailgate and the key fob light is on he coolant light is on, the coolant is low, the engine smells of antifreeze. It’s not drive-able and I can't get it into a local ** Dealer until 12/14The engine was wiped down but is full of debris, pine needles, etc, small issue; the interior had some light crumbs and spills, a sign it was not cleaned or prepped Paint chip on door (not a rock chip, as Mr. B*** stted)The Tires are OK but will only last through the winter per our local ** DealerPer ****** states it came in with 23007 miles and was sold to me with 23008 miles. How did they perform the CPO driving inspectionI never received any CPO inspection checklist Several of these items are on the inspection report and were supposed to be working 

  Business response

  12/06/2021

  At this point, Mrs. ******** can contact our attorney.  I am not going to even attempt to rebut all her statements.  Mostly, she seems to be hung up on semantics, and is deliberately twisting words and creating falsehoods.  She says she never mentioned consulting an attorney, I have attached a screenshot of the email.  She seems to be worrying about semantics on my behalf.  I said in "numerous emails" and it appears she only mentioned it once in an email, but mentions "other avenues" and "escalating" her issues elsewhere, which I would reasonably assume, is in fact, an attorney.

  She says that we never offered to take the vehicle back, that is completely untrue - we even gave her several hours to consult with her husband (3pm) and she called and said she was going to keep the car, but had other issues she needed addressed. I addressed those issues, and then some.  I can't commit to helping her with issues, without first seeing the vehicle and issues ourselves.   I offered a gas card for her troubles.  I offered four tires instead of the two she agreed to.  I offered a check for $500 so she didn't have to come back and she could buy the tires on her own.  We only sent her to her local dealership, to get tire measurements - so we could make a decision without actually seeing the tires - or so we thought.

  We offered her multiple times, over the phone and in person at signing - to sell the vehicle elsewhere and return with the proceeds.  I am not quite sure why she is arguing this point.  It was made very clear and offered multiple times.

  She has reached out to the highest person possible in Michael Basil.  Mike Basil and myself have discussed this, he has read the emails provided to him between Mrs. ******** and myself as well as the text messages - he feels the decision made is the correct one and that my decision and offer to Mrs. ******** at the time, was more than reasonable.   

  
  Any and all work she needs addressed will be covered by her local ** dealer.   I cannot address or help with their extended wait time for an appointment, so I apologize for that.   I apologize I called the paint chip, a rock chip.  
  
  Every step of the way, we have tried to help.  I feel that everything I have stated is in good faith, I am not lying nor trying to be deceptive.  She obviously feels she experienced the events differently than we do.  It's a matter of perception.  She has the information needed to contact our lawyer.  I gave her the number for our attorney that is listed on his website.  I apologize if this number is not accurate - I didn't call to check it.  I only have his personal cell phone, which I will not disclose.  

  When I offer to buy someone tires, potentially perform paintwork and look into an issue they have, it is extremely reasonable to assume that the work would need to be performed by the person actually paying for it.

  When Mrs. ******** mentioned consulting an attorney to debate a contract she signed, that is now between her and a contract attorney.  Basil (whether it was authorized by me or verbally offered by Taylor T*********) offered to take the vehicle back.  She declined.  At that point, we consider the matter closed.  If Mrs. ******** requires additional work, that would normally be covered under warranty - she can do so, elsewhere. 

  If her vehicle is not drive-able, she has roadside assistance to cover any expenses with getting it to her closest ** dealership to assess.  The remotes should be something that is easily fixed, I have full confidence in her local ** dealers.  

  Per Mrs. ********, the lowest tire measurement is just over 6/32nd's - this would be considered more than halfway.  Depending on rotation and driving habits, she should get more than the winter out of them.  Nevertheless, I had previously offered to replace ALL 4 tires, which she asked for - but she has since declined, so I am not sure why this is being brought up?

  I will contact our attorney Mr. ********* and see if he has received any messages.  I will make sure he responds quickly if contacted by Mrs. ********'s representation.

  I apologize that Mrs. ******** feels the way she does, I just hope she knows that we sincerely tried to address her issues.  

  I apologize that I cannot provide a more in-depth response, as I don't feel it necessary to keep going back and forth dissecting statements.  Mrs. ******** signed a contract.  She was given the opportunity to discuss the equity situation with her husband, while she was here.  She was never under duress.  She brought up her dissatisfaction with the deal. She was given opportunity to get out of contract.  She declined.  I offered to assist her her other issues.  She declined.  She asked for 4 new tires, I agreed and she then declined that.  I can't make sense of the whole situation, myself.  I have nothing more to add or additional money to contribute to her satisfaction.  All of her issues, short of paint work and replacing the tires can be resolved with her local ** dealer.  When the vehicle left here, everything was working and none of these issues were brought to our attention until a day (or more) after.   

  Kind Regards, 

   

  Adam B***

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